Tell me about a time you had lots of tickets at once, including one from a senior manager. How did you decide the order?

What the interviewer is looking for

• This question tests prioritisation under pressure. Ranks work by business impact and urgency, communicates wait times and stays composed when busy.
• What to bring out: Prioritises by impact and urgency rather than seniority, follows service levels, and keeps everyone informed of timing.
• Expect a follow-up like: How would you explain to the director why they're waiting?

Another way it may be asked: Ten tickets are waiting, one is the director's printer and one is a whole team unable to log in. Which comes first?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the prioritisation under pressure you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

Related questions

• A user says their computer is really slow. What steps would you go through to find out what's going on?
• A frustrated user calls saying they've lost an hour of work and need help right now. How do you handle the start of that call?
• Someone can't get on the internet, but the coworker sitting next to them can. What would you check?
• A user calls saying they're locked out and asks you to reset their password. How do you make sure it's really them?
• How would you set up a new laptop for an employee starting next week so it's ready on their first day?

Browse all questions